@Erik Ryan  @Tom Ficarro - this is great. I'm glad you got this documented.  A couple of things.

1- on page 10 for the shared services university scenario, you may want to update the image to change the "practitioner" title to location agent. That was very specific to a use case that will not make sense in general. 

2 - I'm curious if CSM query rules can be used instead of ACL's for the request management.  

3 - page 12 and 13 are a little confusing.  Members of a location can be any type of contributor role or a location agent, correct?  So a member of one specific business location can just be a self_contributor but his case would route to the location agent of that business location (if set up that way).  There is a good chance I have been doing that wrong.